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FAQs

FAQs - Enrolments

How should I notify of absences?

a) advise of the absence through My Family Lounge (app or online) – this is our preferred method of contact
b) text to the service mobile number
c) phone message to the service
d) phone message to enrolments (02 6147 3318)

Service Contact Details:

Early Childhood Centres

Lyon's Children's Centre 02 6142 0045
Lollipop Early Learning Centre 02 6234 6886

Out of School Hours Care

Curtin Juniors OSHC 0476 846 570
Curtin Seniors/BSC OSHC 0472 820 865
Duffy OSHC 0476 849 140
Evatt Seniors/BSC 0478 837 741
Evatt Preschool 0434 497 787
Garran Juniors OSHC 0475 981 777
Garran Seniors/BSC OSHC 0417 202 290
Hughes Juniors OSHC 0472 820 867
Hughes Seniors OSHC 0476 817 749
Lyons OSHC 0437 112 788
Margaret Hendry OSHC 0436 816 250
Red Hill Mini’s OSHC 0436 672 064
Red Hill Juniors OSHC 0472 815 236
Red Hill Seniors/BSC OSHC 0472 820 868
Torrens OSHC 0402 228 292

Do I need to provide a medical certificate for absences?

All families are able to claim subsidy for up to 42 absences per child per financial year without explanation. Once the child’s 42 absences are reached you will then need to provide supporting documentation in order to claim subsidy for ‘additional allowable absences’. Details of what absences are considered allowable can be found on the Department of Education’s website.

Cancelling the enrolment – how and notice required

If you wish to cease your booking entirely, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and ensure you provide at least 14 days’ notice. Cancellations, both permanent and casual, are not accepted over the phone or by service educators.

I can’t access the casual calendar?

Please contact the enrolments coordinator to activate this function. A direct debit form and bond payment must be made prior to activation.

How do I change my booking?

A change of booking request can be made via My Family Lounge. Please select ‘edit’ under ‘Current Bookings’ to request a booking change. 14 days’ notice is required when reducing days.

How do I update the enrolment details? (contacts, medical information etc.)

Please select ‘view enrolment’ via My Family Lounge to update your details, please ensure you click ‘save & submit’ to ensure this change is updated in our database.

What email should I provide on my enrolment form?

It is preferable to use a personal email address as your point of contact and My Family Lounge username.

Can I swap my permanent booked days?

No, Woden Community Service do not offer make up days or swapped days. You are welcome to make additional casual bookings as required.

How do I add contacts to authorise collection of my child?

Contacts can be added via My Family Lounge. To ensure these contacts have access to the online sign in/out system, Kiosk, please email This email address is being protected from spambots. You need JavaScript enabled to view it.

 

FAQs - School Holiday Programs

Activity program, when available?

Available on the WCS website by the end of week 6 of each school term. For any further information regarding the activity program please contact the OSHC Coordinator (contact details available on the WCS website).

Holiday Program booking enrolment, when available?

Holiday Program bookings open in week 7 of each school term. Bookings are made via the casual booking calendar within My Family Lounge.

 

FAQs - Child Care Subsidy (CCS)

Please also see the Department of Education’s Child Care Subsidy FAQ page here: https://www.education.gov.au/new-child-care-package-frequently-asked-questions

Why is there no subsidy on my statement?

There are multiple reasons you may not be receiving Child Care Subsidy (CCS) payments for your fees. Please refer below for further information.
CCS enrolment confirmation incomplete in My Gov.

o All enrolments submitted by a provider must be confirmed by the parent/guardian eligible for subsidy before subsidy can be paid. Please log into your My Gov/Centrelink account to ensure that all CCS enrolments for your child/ren have been confirmed. Please note that the Child Care Subsidy System will automatically cease any confirmed enrolment after a non-attendance period of 8 weeks.

Not yet assessed for CCS

o Please contact Centrelink directly to follow up on your claim

Over 42 absences

o Absences in excess of 42 allowable days (within financial year) require supporting documentation in order to receive subsidy. Further information is available on the Department of Education website.

No or incorrect (Customer Reference Number) CRN’s provided

o Please log on to My Family Lounge to check the CRN’s provided for both the claiming parent/guardian and each child. In accordance with Government legislation, providers are not permitted to resubmit session reports for incorrect CRN’s. Please ensure that the parent/guardian listed as Primary Contact 1 is the same parent/guardian claiming CCS.

Immunisation not up to date

o Please contact Centrelink to ensure your immunisation records are up to date.

Cessation of care applied to account.

o Through the Child Care Subsidy System cessation of care is applied to all fees where there is no attendance on the last day/s of a CCS enrolment. This also applies to absences at the beginning of a CCS enrolment.

Can you back date my subsidy I just confirmed my enrolment?

All back payments of Child Care Subsidy are processed by Centrelink through the Child Care Subsidy System. These payments can be made either to the provider or directly to the family. All CCS payment decisions are made by Centrelink and providers are unable to alter this in any way.

How is the Child Care Subsidy applied to my account?

The Child Care Subsidy is paid directly to providers, reducing out of pocket expenses to families.

Why is some of my subsidy percentage withheld?

As your CCS amount is calculated based on an estimated income amount, Centrelink will withhold 5% of your subsidy as a buffer. This 5% is then either paid back to the family, or kept by Centrelink once incomes are confirmed at tax time. You can choose to opt out or increase the withholding (either by contacting Centrelink or logging onto the Centrelink website). However it is important to note that if your income is more than the estimated amount you may be required to pay back some CCS.

Is the CCS paid on actual attendance or a session of care?

Currently CCS is paid based on the session of care hours. i.e if your child attends for 2 hours, but our sessions are 3 hours long it will use 3 hours of your subsidy allowance. Please note that 100 hours per fortnight is the maximum number of hours any subsidy will be applied.

What do I do when I have reach my 42 allowable absence days?

Absences in excess of 42 allowable days (within financial year) require supporting documentation in order to receive subsidy. Further information is available on the Department of Education website. Please note, these absences are per child regardless of providers used or shared care arrangements.

My weeks of attendance are incorrect with Centrelink

As from 2nd July 2018 the Child Care Subsidy is calculated over a fortnight, this being week 1. The weeks noted (i.e week 1, week 2) on the Centrelink website refer to this CCS fortnightly pattern, and not ACT school terms.

Can I get a higher rate of CCS for special circumstances?

Rates of CCS are determined by the Department of Human Services. To discuss your CCS percentage or special circumstances (eg. Financial hardship) please contact Centrelink.

Is there still an annual subsidy cap?

There is only an annual subsidy cap for families with an estimated combined income of $186,958 or more. This cap is $10,190 per financial year per child, regardless of what provider they use.

What is the hourly rate cap?

For the 2018/2019 financial year the hourly rate cap is $11.77 per hour for centre based care, $10.29 for Outside School Hours Care and $10.90 for Family Day Care.

Why do I need to confirm my enrolment with MyGov for each new school holiday program?

The Child Care Subsidy System will automatically cease any confirmed enrolment after a non-attendance period of 8 weeks.

 

FAQs - Statements and account payments

Why am I receiving two statements?

If your account has been activated in multiple centres (i.e to allow you to book at various holiday programs) then you may begin to receive duplicate statements. These statements are almost identical, except for the service name. Under the transactions page (usually page 4 onwards) you should be able to see that the dates and names of services are identical.

Why was I charged a decline fee this week, I have money in my account?

Decline fees are usually processed one week after the attempted debit/charge. This means that if your payment declines in week 1 but is successfully processed in week 2, you may still receive a decline fee for the declined payment in week 1 along with your week 2 payment.

Why did you charge me during the holidays my children aren’t using holiday program?

Woden Community Service process statements one week in arrears. This means that your payment for week 10 of the school term will be processed in the first week of the holidays.

Why was I charged full fees on my first/last day of care when I was absent?

Through the Child Care Subsidy System cessation of care is applied to all fees where there is no attendance on the last day/s of a CCS enrolment. This also applies to absences at the beginning of a CCS enrolment.

Updating DDR details

Bank account or credit card details can be updated via the My Family Lounge App or via your child/rens online enrolment form. For instructions on how to do so on the app please see here. If you are unable to update your details online please contact the childcare accounts team on 6147 3315 or This email address is being protected from spambots. You need JavaScript enabled to view it.

How much are late fees?

Late fees are $20 per 15 minutes or part thereof. Eg. Each child collected 15 minutes late would be charged $20, child collected 17 minutes late would be charged $40.

Why do I get charged on a public holiday? Can I get a subsidy for these days?

All absences are charged for including those due to illness, family holidays and public holidays. Woden Community Service child care services run on a not-for-profit basis and rely on fees to meet operating overheads. Fees are maintained at a competitive rate while ensuring high quality programs for your children. Public holidays are included within the 42 allowable absences. No OSHC fees are charged for public holidays within a school holiday program. Woden Community Service does not currently charge for absences during our Christmas shutdown period.

 

 

Acknowledgement of Country

"Woden Community Service acknowledges the Ngunnawal people as the traditional owners of this land and their continuing connection to land and community. We also acknowledge Aboriginal and Torres Strait Islander peoples who have come from other nations to live on Ngunnawal land. We pay our respects to their cultures, ancestors and elders past, present and future."